Typing or Talking

I work at a customer serivce call center so you would imagine that I focus more on talking at my job. Well..thats true but about 6 months ago our department deside to branch off and do customer service in emails also. As a result, I focus more on typing than anything. I guess thats why I'm happy I can come to mylot after work and type...about something I want to type about.

I have to talk and type at the same time. I work as customer service representative in a call center responding to issues brought by the caller. As the call comes in and after giving the opening spiel, I type whatever information the caller is giving such as his name, where he works, and his concerns. I probe for more details so that I would know what advise or actions I'm going to take to resolve the issue. If research needs to be done, I put the caller on hold and continue to type and research in several systems and applications. I go back to the caller with resolution and actions that will be done. If the caller is satisfied, the call is ended. If not, more talking and more typing and more research needs to be done.

before, i work in an encoding company that's why i type fast and talk with my co-workers at the same time, call it multi-tasking! =) now, im working in a call center and now i have to really talk and sell while i type information they have given, whew! so hard at first coz i have to adjust but now im doing quite good with this, except for the hard-selling part! =)